Our customer promise tells you what we commit to do when you book a Pension Wise appointment.
Customer promise
Booking your appointment
We will:
- aim to answer your call to our booking centre in 20 seconds or less
- explain clearly how to contact us, including booking a free 45-minute appointment
- help you to understand how to prepare for your appointment
Got questions about how your pension can be paid?
If you need help making sense of how and when you can access your pension pot, you can speak to a Pension Wise specialist. Pension Wise is a government service that offers free, impartial guidance over the phone.
After you book
- send you confirmation of your appointment
- tell you what will happen next, and by when
- tell you what to take to the appointment to get the best out of it
- send you reminders of your appointment.
During your appointment
- give you the correct information
- explain things clearly and avoid jargon
- won’t recommend any products or tell you what to do with your money
- tell you where to go for help when we can’t provide it
- be helpful, impartial, polite, treat you fairly and with respect.
After your appointment
- send you a written summary of the guidance you were given in your appointment
- use your feedback to improve how we do things.
Personal information
- protect your personal information.
Complaints
- tell you what to do next if you’re not satisfied with how you’ve been treated
- continuously improve our services to make things better for you.
Accessibility
- make sure you have fully accessible face-to-face appointment if you have a disability, such as wheelchair access or use British Sign Language if you’re deaf
- send your summary in braille or large print if you’re blind or partially sighted.
In return, we need you to:
- be on time for your appointment or let us know if it needs to change
- treat our staff with respect
- share with us relevant information when we ask for it.
Under 50, not sure what pension you have, or just not ready?
We can still answer your questions. Call us free on 0800 011 3797 or use our webchatOpens in a new window. One of our pension specialists will be happy to help.
Opening times: Monday to Friday: 9am to 5pm. Closed on bank holidays.
